SERVICE AREA: PLANNED PROGRAMMES - SPECIALIST PROJECTS TEAM

Bristol City Council is seeking a dedicated and dynamic individual to join our Planned Programmes service as a Customer Liaison Officer. This is a pivotal role within our Specialist Projects team, where you will be instrumental in ensuring seamless communication and outstanding customer satisfaction across a range of high-impact housing initiatives.

ESSENTIAL SKILLS AND EXPERIENCE

• Demonstrable experience in social housing or a related field.
• Exceptional communication and interpersonal skills, with a proven ability to manage complex customer interactions.
• Strong organisational and administrative capabilities.
• A proactive approach to problem-solving and customer engagement.
• Ability to understand and respond to a wide range of customer needs, including those from underrepresented or vulnerable groups.

ABOUT THE ROLE

As Customer Liaison Officer, you will be the face of our service for residents undergoing significant works to their homes. You will work collaboratively with internal teams and external stakeholders to deliver a customer experience that is proactive, empathetic, and solution-focused.

KEY RESPONSIBILITIES

• Lead and manage designated workstreams, including retrofit energy projects, housing maintenance and refurbishment, roof replacement programmes, fire safety upgrades, communal area enhancements, property conversions, and community space developments.
• Serve as the primary point of contact for residents affected by major works, including demolition and replacement schemes. You will handle queries, resolve concerns, and ensure a high standard of customer satisfaction throughout the project lifecycle.
• Provide expert guidance on housing programmes, drawing on your experience in social housing to support residents with clear, accurate, and timely information.
• Conduct home visits to explain the scope, timeline, and impact of upcoming works, tailoring communication to meet individual needs, including those with disabilities or other vulnerabilities.
• Build and maintain strong relationships with residents, understanding and responding to diverse needs and expectations. You will champion a customer-first approach, ensuring that services are delivered with empathy and efficiency.
• Oversee project administration, ensuring effective communication and coordination across teams. You will monitor quality standards, conduct site visits, and gather post-completion feedback to continuously improve service delivery.

FOR AN INFORMAL DISCUSSION ABOUT THE ROLE, PLEASE CONTACT CARLOS DE LIMA ON 0117 35 25783 OR 07811 451261.

Bristol City Council strives to have a workforce that reflects the communities it serves, we are therefore committed to ensuring diversity in our hiring process. We welcome, develop and promote people from all sections of the community. We particularly welcome applications from Young people, Black and racially minoritised, Disabled, LGBTQ+ and Female candidates who are currently under-represented within this Service of Bristol City Council. Appointments will be made on merit.
The personal information section (including your name) you’ll complete as part of the application form will not be visible to hiring managers, but is used confidentially to make sure that everyone is treated fairly.